Collection Officer
DU TELECOM
مجموع سنوات الخبرة :10 years, 10 أشهر
Outbound customer interactions
•Understanding the Customer Financial Needs
•Handling Non-voice communication through Emails
•Follow-up of customer complaints with the concerned section and suggest accordingly
• Establishing the Current, Past &Future financial situation of the customers
• Helping the customers to understand the process and consequences involved in the business.
• TCF (Treating Customers Fairly)
• Helping the customer’s to understand the mitigation risk factor involved in the process
• Securing the customers’ accounts and other private information related to the business
• Reporting Fraud &other negative business related activities to the immediate Up Line manager
•Ownership and problem resolution.
•To manage the day-to-day planning, operation and problem-solving meet with the required service level Agreements ( SLA)
•Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents.
•To offer creative solutions, delivery of quality and productivity targets & indicators.
•Arranging for payment plan
•Making the payment in phone through credit card
• Perform research on overdue account balance that is fully or partially unpaid and follows up by phone and/or mail to customers on delinquent payments through phones and emails,
•Handle the tasks of reviewing claims denied for payment and underpaid claims
•Handle customer inquiries regarding account status as well as research customer's accounts thoroughly and document appropriately Work involves research for resolution to the unresolved issues related to Mobile and Fixed network (GSM, Mobile TV, Internet, Landline and IPTV).
•Handling a variety of issues, problems and priorities simultaneously while reporting to management regularly with gathered information on the needs of all customers and various departments within the company.
•Also includes issue resolving disputes, creating an event - meeting the customer’s on most critical cases to clarify disputes, working on escalated cases to exempt from suspension of accounts.
•Maintaining and retaining existing customers. Informing concerned teams if there is delay and Service Level Agreement is violated.
•To analyze the customer’s credit limit and ensure the payments made on time to avoid any suspensions on the account
•To ensure SLA’s are achieved on monthly basis with the best in class customer service to the customer’s
phone calls to potential customers to educate them on services and products offered by the company
•Deliver qualitative services to customers
•Placed sales phone calls and answered customer calls
•Attend meetings to learn about new products and services or changes in current ones
•Understanding the Customer Financial Needs
•Handling Non-voice communication through Emails
•TCF (Treating Customers Fairly)
•Helping the customer’s to understand the mitigation risk factor involved in the process
•Promote Bank products and services.
•Securing the customers’ accounts and other private information related to the business
•Outbound customer interactions
•Build customer relationships through qualitative services.
•Build customer relationships
•Capture new Accounts
•Maintain customer database and update periodically.
•Assist customers in Depositing and withdrawing cash.
•Ensure best practices in rendering services to customers Assist customers in obtaining Loans from banks
•Support customers in obtaining mortgage Loan from banks and other referral sources.
•Sell Bank products and services to customers.
•Evaluate financial needs and requirements of the customers.
•Recommend right financial product and service solutions to customers.
•Respond and attend to customers' needs and objectives.
•Determine appropriate products o meet customers' financial needs.
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